Frequently Asked Questions

The Skin Diary Chapters range is a world first personalised prescription grade routine that comes in a 7 day am / pm sequenced routine. The AM applications of antioxidant serums and PM applications of either potent prescription actives or hydrators, are curated into weekly cycles for the patient to prevent irritation and maximise results. When you subscribe to our Chapters range, you will receive your bespoke freshly compounded monthly routine to your door.   


Yes, in order to subscribe to our Chapters prescription grade routine, you will need to have a prescription from one of our Skin Diary Accredited Physicians. Please contact us for more information to schedule an appointment at info@theskindiary.com. 

To be eligible for a personalised treatment, our Dermatologists can only prescribe if you meet the following criteria: 
– You must be over the age of 18 and be residing in the United Kingdom. All consultations must take place in the UK.

Yes, our prescription solutions are genderless and suitable for all skin types at any stage in life. Our treatments include safe and effective ingredients. For anyone that is pregnant or breastfeeding or having concerns, our team is available to chat to you at info@theskindiary.com and if you are already an existing subscriber please go to your Skin Diary Account and chat to us via your Skin Diary entries.

Our prescription ingredients are considered the gold-standard treatment for the specific skin conditions we address. We combine these active ingredients into our Barrier+ base, which includes 5% niacinamide, ceramides, fatty acids, and cholesterol to provide additional support for your skin’s natural barrier.

To achieve optimal results, we recommend using our prescription solutions in conjunction with a simple skincare routine consisting of micellar water, sunscreen, and moisturiser.

When starting a prescription product, it is normal to experience a period of skin adjustment. Your skin may become more sensitive and show signs of dryness, redness, and flaking. To manage these potential side effects, we advise using a moisturiser and/or vaseline and applying a high-SPF, broad-spectrum sunscreen.

Included in the cost of our products is unlimited and personalised advice to help you support, maintain, and extend the results of your prescription skincare routine. We offer guidance on how and when to incorporate your usual skincare products alongside your treatment. As part of our commitment to your care, you have access to our experienced dermatology nurse. Our expert support team is also available to assist you via email, and phone.

Each of our products comes with comprehensive instructions, providing detailed guidance on how to phase in your product. While our products work in conjunction with lasers and other skin treatments, we recommend discussing any planned laser or invasive treatments with your skincare professional at least 1 week prior to your appointment

The timeframe for experiencing noticeable results varies for each individual, depending on their specific skin concerns, the prescribed formula’s type and dosage, as well as their skin’s unique response.

During your consultation, our Dermatologists will discuss the expected duration of treatment and provide you with detailed written instructions that outline the timeline for potential results.

It is important to understand that achieving desired outcomes with skincare is not an overnight process, nor is it an exact science. However, with patience and consistent use of your recommended products, you can expect to see a noticeable difference within 2-3 months.

We encourage you to stay committed to your skincare routine and follow the prescribed instructions diligently. Consistency and adherence are key to maximising the benefits of The Skin Diary products and achieving the desired improvements in your skin’s health and appearance.

When starting prescription-strength treatments, it’s common to experience mild side effects such as dryness, tightness, flaking, and occasional redness or stinging. These are normal responses as your skin adjusts to the active ingredients. Over time, these side effects should diminish.

How can I minimise irritation?

To reduce irritation, it’s important to keep your skincare routine simple and supportive. Use micellar water, a moisturiser, and SPF. Avoid introducing additional products with exfoliating ingredients or other actives until your skin has adapted to the treatment.

What should I do if I experience mild side effects?
If you experience mild side effects, we recommend applying a moisturiser after your treatment. If needed, you can apply the moisturiser just before the treatment in the evening. In the morning, apply a moisturiser after gentle cleansing and before applying sunscreen if your skin still feels dry.

When should I reach out to the Dermatology Support Team?
If you are experiencing side effects from the treatment, our Skin Care Experts are here to help you. Whether you need a different formulation, additional treatments, or advice on managing side effects, our support team is available to assist you. Don’t hesitate to contact us for guidance and support.

Remember, everyone’s skin is unique, and it takes time for results to show. Stay consistent with your routine, be patient, and trust that your efforts will pay off. If you have any concerns or questions, we’re here to support you throughout your skincare journey.

If you aren’t experiencing side effects, don’t worry. Everyone’s skin is different, and some people adapt to the prescription ingredients quicker than others, so many find they don’t have side effects at all. You can reach out to our Skin Experts via your Account to discuss this with them.

During the initial use, you may experience mild dryness, tightness, flaking, redness, or stinging. These are normal responses as your skin adapts to the treatment. Hang tight and continue to use your personalised routine.

How can I minimise irritation during this period?
Follow a simple skincare routine alongside your personalised routine. Use micellar water, vaseline and/or moisturizer, and SPF. Avoid adding additional products until your skin has adapted to the treatment.

What should I do if I experience mild side effects?
Apply moisturiser and/or vaseline after your AM & PM routine. If needed, moisturize before applying the solution in the evening. If your skin still feels dry in the morning, moisturise and then apply your SPF.

When should I contact the Dermatology Support Team?
If you experience side effects, our Skin Care expert can assist you in getting your skin back on track. Reach out for advice or adjustments to your treatment.

We deliver UK-wide using Royal Mail Express Post. We do not deliver internationally.

We aim to get your Chapters products to you in the minimum time possible, but please note that as the product is freshly compounded, you will most likely receive your routine at the start of each month regardless of when you placed your order. 

There are a few potential reasons why your payment may have failed:

  1. Incorrect details: Double-check that the information you provided is accurate, including your card details.
  2. Insufficient funds: Ensure that you have enough funds available on your card to cover the payment.
  3. Retrying payment: If you update or add a new card, our system will attempt to retake the payment immediately. Additionally, if you add funds to the card, the system will retry the payment within 24 hours.

If you continue to experience issues with payment, please reach out to our support team info@theskindiary.com for further assistance.

Once you have paid for your order, it automatically enters our compounding lab queue. At this point, your order cannot be cancelled. 

If you need to update the payment card saved to your account, all you need to do is:

– Log in and head to My Account
– Click Update Billing
– Click to change your payment details & save 

We are sorry to hear you would like to cancel your subscription.

Cancellation Rights (The Skin Diary)

As a consumer, you can cancel your contract within 14 days of receiving The Skin Diary products. To cancel your subscription, log in to your account’s Manage My Subscription section:

You can cancel or pause your subscription in three easy steps:

1. Log into your account

2. Once you’re on your dashboard, click “Manage Subscription”

3. Click “I want to cancel my subscription” or “I want to pause my subscription”

If you would like to restart your subscription, or discuss your skin goals at any stage of your journey, please reach out and our skin care expert team is always happy to help.

Please note:

If you cancel after receiving The Skin Diary products your subscription will end at the end of the month.

If you cancel within your statutory rights, we will refund the price of the goods. Refunds will be processed using your original payment method.

Yes, you can pause your subscription in your MyAccount section of your account at any time. Go to your MyAccount and select manage subscription, select pause. If it is for 90 days, we will contact you to see if you would like to reactivate or cancel your subscription. 

Our routines are freshly compounded in the lab on a monthly basis to ensure maximum efficacy. As a result, our prescriptions have expiry dates that are based on stability testing. We do not recommend using your routine after this date as we cannot guarantee the safety or efficacy of the ingredients.

Can't find what you are looking for?